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Work Background
SkyHiveDirector, Workday Alliance
Dec. 2022 - Feb. 2024RemoteLeverage relationships within the Workday ecosystem to understand needs, develop joint strategies and articulate product value propositions.
Develop and drive the SkyHive-Workday Alliance Go to Market strategy and plan.
Play an active role in developing go-to-market offerings and solutions with the Workday Alliance team.
Navigate a win-win relationship between SkyHive and Workday to meet annual revenue targets. Understand and drive conversations with customers about the Workday HCM and Talent Management functionality, and how they deliver value to customers in conjunction with the SkyHive product offering Engage with executive level customers to tell the 1+1 = 3 story of Workday plus SkyHive. Understand client business needs and navigate functional and technical solutioning of SkyHive-Workday deployments
Establish deep and broad network with Workday Sales, Service Delivery and Product Leadership & Workday customer base
Premier Inc.Director, Customer Success, Cost Solution Specialists
Sep. 2021 - Nov. 2022Pleasanton, California, United StatesLeading the Premier Customer Success Operations Advisor and Supply Chain Management teams in providing strategic account support and direction to healthcare organizations subscribing to Premier's SaaS Operations Advisor and Supply Chain solutions. ● Develop and execute overall customer success strategy
● Build and develop a world class Customer Success team
● Develop a deep understanding of the customer journey & work cross-functionally to evolve it to the ideal customer experience
● Build strong cross-functional relationships with teams including: Sales and Account Management, Product and Marketing
● Develop innovative and scalable customer engagement strategies to drive maximum adoption and value realization.
- Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes.
WorkdaySr. Customer Success Manager
Feb. 2018 - Sep. 2021Pleasanton, Ca.Workday Customer Success Managers' advocate on behalf of Workday customers and Executive teams to enhance their overall user experience with Workday. Some responsibilities include: • Manage a complex portfolio of global customers, acting as a trusted partner to ensure customers fully leverage their Workday investment and optimize their deployment. - Handling overall responsibility for managing the customer relationship.
- Lead strategic advocacy on behalf of Workday customers and ensure the customer voice is heard throughout the company.
• Acts as liaison between product management and the customer with a focus on aligning Workday product roadmap with customer strategic initiatives. • Develops Success Plans for customers that outlines their critical success factors, metrics for success, potential issues, and provide recommendations.
• Defines and execute on a scalable strategy for driving adoption and growth across assigned customer portfolio. This includes defining and executing on a defined operating cadence that enables proactive action.
• Monitors and facilitates customer adoption of our solution features and functionality • Prioritizes and drives resolution on escalated customer issues.
Vodafone Global EnterpriseRegional Lead, America's Opportunity Management/Customer Success
Oct. 2015 - Aug. 2017San Francisco Bay AreaRecruited, hired and managed America’s Opportunity Management, Customer Success team. Initiated, coordinated and consolidated the technical, delivery and operational assessment of complex Vodafone Group Enterprise product opportunities to ensure client expectations were met and exceeded customer expectations. - Worked a trusted advisor to customer executive contacts, ensuring delivered solutions met and exceeded expectations. • Worked with Vodafone partners, Product, Solutions, Sales and delivery teams to ensure designed solution and resource model met client requirements.
- Responsible for ensuring customer satisfaction with delivered products and services, and ensuring ongoing adoption and continued expansion of product footprint.
- Oversaw all America's based Customer Success activities, and served as escalation point for the team and cross-functional leaders across Sales, Support, Product and Marketing
• Assured technical, delivery and operations feasibility of committed programs
• Collaborated closely with Solution Architects, Solution Consultants and Product Practices across all impacted areas. Ensured alignment with regional Opportunity Managers to provide efficient support to all Vodafone sales regions.
Vodafone Global EnterpriseDirector, Regional VTM Implementations, US
Apr. 2013 - Oct. 2015san francisco bay areaResponsible for recruiting, managing and developing Project management and Customer Success staff in support of Telecoms Expense Management implementations and in production support for Vodafone's US based TEM clientele. Oversaw comprehensive redesign of implementation methodology and program governance model, leading to significant reduction in project timelines and improved revenue recognition. Reduced client churn by ensuring all elements of the SOW were are delivered in alignment with client expectations. Implemented Service Improvement Plans as necessary. Accountable for the successful implementation of all US based client implementations. The scope of implementations spanning US, Europe, AsiaPac and emerging markets.
Verizon-Vodafone Enterprise SolutionsGlobal Service Director, Customer Success
Sep. 2011 - Oct. 2015San Francisco Bay AreaSingle point of service accountability worldwide for dedicated list of clients. Responsible for ensuring the Verizon-Vodafone Enterprise Services organization and the parent organizations deliver high-quality global customer service to those clients and for ensuring they meet all of their service commitments and in particular adhere to contractual SLAs. Ensure superior NPS scores for all clients. Develop and implement Service Improvement Plans for clients with low NPS scores.
Collaborate with Global Client Director (GCD) to define customer success model and service plan for each account Manage day to day and strategic customer service relationship within assigned accounts
Deliver Annual and Quarterly Global Service Reviews, ensuring local, regional reviews and processes are aligned with global goals and customer objectives. Deliver account service strategies in conjunction with Global Customer Director, including appropriate SLA engagement customer satisfaction metrics.
Provide input into RFPs and unsolicited bids on service issues related to the bid proposal
In collaboration with the GCD, act as key V-VES liaison responsible for developing strong one to one long term service relationships with key client decision makers/ influencers up to C Level
Ensure customer satisfaction through the service delivery actions, including reviews of performance data, service improvement planning to deal with identified issues and service development planning around identified opportunities
Develop action plans and ensure timely response to customer queries and service-related issues (leveraging own team and resources of parent companies) Share customers’ views and insight with Marketing, Product and GCD to ensure propositions and products meet customer needs
Act as the virtual team lead for all local service resources supporting the customer
Vodafone BusinessGlobal Service Manager, Customer Success
Sep. 2008 - Oct. 2011Managed global customer service relationship for a number of Vodafone Multi national customer accounts across Vodafone operating companies, affiliates and partners in all geographies. Maintained end-to-end accountability for aligned service fulfilment to agreed terms and conditions in global contracts. Directed strategic service aspects of account planning and leadership of a number of Global Enterprise accounts Responsible for alignment of client requirements with VGE product and service capabilities
Drive renewals and identify opportunities for growth (via upsells and cross-sells) within the existing global customer base
Designed and implemented best practices for building long-term strategic relationships with global customers Key company liaison responsible for developing strong one to one long term service relationships with key decision makers/Influencers up to C Level
Accountable for formulating service strategies for nominated accounts in conjunction with Sales, Propositions and industry segments area
Oversaw successful execution of 46 country global spend analytics project for Fortune 100 client
Secure, manage and deepen the customer relationship with the long term focus of expanding the overall footprint/ penetration and introduction of innovative products and services
Lead accountability for service aspects of customer satisfaction as well as shared accountability for overall customer satisfaction score
Influence and collaborate on Group Marketing product development Strategy for nominated accounts, specific propositions and pricing
Manage complex offshore projects & management of virtual support teams (Egypt, India, UK, etc)
EDS (Now HP)Account Executive
Feb. 2007 - Apr. 2008San Francisco Bay AreaDeveloped and implemented Account Management strategy for $15 million revenue business unit focused on Benefits Administration outsourcing.
Instituted service delivery improvement initiatives resulting in increased client satisfaction and 3 million dollar operating profit turnaround in 2007.
Leveraged product knowledge and understanding of client business needs to exceed stretch revenue targets by 15% in 2007.
Managed client executive relationships to ensure continued retention, revenue development and reference-ability.
Identified strategies and product utilization options to increase client participant web usage and decrease client call center costs.
Managed Quarterly Business Reviews for clients, creating new revenue opportunities and increasing client satisfaction.
Responsible for P&L management and budget forecasting process for entire unit.
Partnered with clients on SLA redesign initiatives to better reflect client values and key objectives.
ADPDirector, Relationship Management
Jan. 2003 - Feb. 2006San Francisco Bay AreaMaintained 100% client retention in 3 years with ProBusiness, while managing $8 million dollar book of business.
Ensured revenue increases, retention and referenceability for book of business that consisted primarily of Fortune 500 companies.
Worked with client executives to set strategic initiatives for coming year, creating additional revenue opportunities.
Renegotiated complex multi year contracts
AppshopSenior Manager, Account Management
Jul. 2000 - Jan. 2003San Francisco Bay AreaMaintained reference-ability and managed contractual obligations for top 20 clients.
Coordinated management and prioritization of TAR’s (Technical Aid Requests) for Oracle product line with internal and external stakeholders.
Measured service delivery success against established SLA’s.
Set appropriate expectations with client executives regarding strengths and limitations inherent within ASP model.
Worked closely with internal call center to isolate root causes of issues and develop appropriate course of action to resolve software, network and database related issues.
Advised clients on how to develop appropriate support infrastructure to handle ASP model.
ProBusinessProject Manager
Nov. 1998 - Jun. 1999San Francisco Bay AreaManaged internal and external resources to ensure on time, under budget go live
Facilitated Joint Application Development sessions with members of Senior Management to determine project objectives and deliverables
Isolated risk and assumption factors and communicate to steering committee.
Developed and implemented unit and applications testing methodology.
Managed multiple implementation consultants, ensuring adequate staffing across multiple projects.
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